Venbrook's Salesforce org originally wasn't designed to track, report, and maximize visibility between all of Venbrook’s businesses. Because of that, there were major user adoption issues. But the biggest challenge for Venbrook was servicing their customer base throughout all of the acquisitions and the changes that ensued. To keep customers happy, the integration of various new businesses and all of their customer data had to be seamless.
Venbrook has acquired a large number of various smaller businesses in a very short time frame. Venbrook’s goal for each acquisition is to maintain the best customer experience possible. A seamless transition is paramount to their ability to help employees and the client base through the acquisition process. But, with acquisitions come lots of different databases, client information, and processes for sales, marketing, and relationship management. Merging all of these together was just one of the challenges Venbrook faced.
Salesforce use at Venbrook’s various divisions was also fragmented. Some had implemented Salesforce but dealt with low adoption of the tool. Some simply lacked administration and training, and other teams, who were highly specialized, had distinct requirements that weren’t available in their current instance. After one massive acquisition of a new claim services division with a substantial customer base was made at the beginning of 2020, Venbrook knew they needed help. The new division was extremely well versed in Salesforce, but with the growth of the team they needed to get serious about reporting, forecasting, and showing engagements in dashboards.
Merging the orgs and getting various team members to use Salesforce regularly became Cloud Pathfinder's mission. We have a unique specialty in merging Salesforce orgs and leveraged both our Salesforce expertise and military backgrounds to effectively train the Venbrook team. Now, they're using Salesforce best practices to continuously improve the customer experience.
Business Objectives:
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